SALESFORCE BUSINESS ANALYST
CERTIFICATION EXAM ACTUAL PAPER
ANSWERED VERIFIED PASS 2026
◉ When a business analyst is creating a journey map, what assumptions
are needed to get started?
A. Why you're doing it and who you're focusing on
B. What the project specifications are and who will use it
C. What you want and what the business needs Answer: A. Why you're
doing it and who you're focusing on (These assumptions help a BA focus
and ensure that the journey map is relevant)
◉ What is an effective way for a business analyst to learn about a
customer's challenges?
A. Review the customer's tax statement from the last 10 years
B. Read recent industry reports in trade publications
C. Survey brand fans on social media Answer: B. Read recent industry
reports in trade publications (The customer's industry challenges may
give insight into current and future trends)
◉ Salesforce Optimizer Answer: A tool that takes a snapshot of a
Salesforce Org and looks for potential problems in the implementation
,◉ Personas Answer: Fictionalized characters in which primarily
demographic characteristics are represented
◉ Salesforce Customer 360 Answer: An integrated CRM platform that
unites marketing, sales, commerce, service, and IT teams with a single
shared customer view
◉ Storyboarding Answer: A process for mapping out the connection
between a customer's current challenges and goals for the future with
realistic next steps
◉ To ensure effective collaboration with stakeholders, which technique
would help a business analyst maintain their trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be avoided
Answer: B. Be transparent and truthful
◉ Why is the scope statement specification the most fundamental
deliverable on any project?
A. It clearly defines the roles and responsibilities of every member of the
project team
B. It is the document with the most details
, C. It clearly defines what needs to be achieved and the work that must be
done to deliver the project Answer: C. It clearly defines what needs to be
achieved and the work that must be done to deliver the project
◉ Stakeholders want to enhance the organization's security by requiring
users to identify themselves with additional information besides
username and password. Which capability should a business analyst add
to the project backlog?
A. Multi-factor authentication
B. Real-Time event monitoring
C. Shield platform encryption Answer: A. Multi-factor authentication
◉ What does a business analyst hope to learn from documenting the
current state processes?
A. How the sales process may differ from other organizations
B. Where the process needs improvement
C. Which personnel are involved in the sales process Answer: B. Where
the process needs improvement
◉ Stakeholders Answer: Individuals who make decisions and who have
an important role in determining the requirements for a project
◉ Elicitation Answer: The drawing forth or receiving of information
from stakeholders or other sources
CERTIFICATION EXAM ACTUAL PAPER
ANSWERED VERIFIED PASS 2026
◉ When a business analyst is creating a journey map, what assumptions
are needed to get started?
A. Why you're doing it and who you're focusing on
B. What the project specifications are and who will use it
C. What you want and what the business needs Answer: A. Why you're
doing it and who you're focusing on (These assumptions help a BA focus
and ensure that the journey map is relevant)
◉ What is an effective way for a business analyst to learn about a
customer's challenges?
A. Review the customer's tax statement from the last 10 years
B. Read recent industry reports in trade publications
C. Survey brand fans on social media Answer: B. Read recent industry
reports in trade publications (The customer's industry challenges may
give insight into current and future trends)
◉ Salesforce Optimizer Answer: A tool that takes a snapshot of a
Salesforce Org and looks for potential problems in the implementation
,◉ Personas Answer: Fictionalized characters in which primarily
demographic characteristics are represented
◉ Salesforce Customer 360 Answer: An integrated CRM platform that
unites marketing, sales, commerce, service, and IT teams with a single
shared customer view
◉ Storyboarding Answer: A process for mapping out the connection
between a customer's current challenges and goals for the future with
realistic next steps
◉ To ensure effective collaboration with stakeholders, which technique
would help a business analyst maintain their trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be avoided
Answer: B. Be transparent and truthful
◉ Why is the scope statement specification the most fundamental
deliverable on any project?
A. It clearly defines the roles and responsibilities of every member of the
project team
B. It is the document with the most details
, C. It clearly defines what needs to be achieved and the work that must be
done to deliver the project Answer: C. It clearly defines what needs to be
achieved and the work that must be done to deliver the project
◉ Stakeholders want to enhance the organization's security by requiring
users to identify themselves with additional information besides
username and password. Which capability should a business analyst add
to the project backlog?
A. Multi-factor authentication
B. Real-Time event monitoring
C. Shield platform encryption Answer: A. Multi-factor authentication
◉ What does a business analyst hope to learn from documenting the
current state processes?
A. How the sales process may differ from other organizations
B. Where the process needs improvement
C. Which personnel are involved in the sales process Answer: B. Where
the process needs improvement
◉ Stakeholders Answer: Individuals who make decisions and who have
an important role in determining the requirements for a project
◉ Elicitation Answer: The drawing forth or receiving of information
from stakeholders or other sources
